{"id":290,"date":"2026-03-24T07:33:18","date_gmt":"2026-03-24T07:33:18","guid":{"rendered":"https:\/\/www.go-deck.com\/cn\/e-commerce-customer-journey-mapping-examples\/"},"modified":"2026-03-24T07:33:18","modified_gmt":"2026-03-24T07:33:18","slug":"e-commerce-customer-journey-mapping-examples","status":"publish","type":"post","link":"https:\/\/www.go-deck.com\/cn\/e-commerce-customer-journey-mapping-examples\/","title":{"rendered":"\u7535\u5546\u5e73\u53f0\u5ba2\u6237\u65c5\u7a0b\u5730\u56fe\u793a\u4f8b"},"content":{"rendered":"<p>\u7406\u89e3\u987e\u5ba2\u5982\u4f55\u5728\u60a8\u7684\u6570\u5b57\u5546\u5e97\u4e2d\u79fb\u52a8\uff0c\u662f\u533a\u5206\u968f\u610f\u8bbf\u5ba2\u4e0e\u5fe0\u5b9e\u62e5\u62a4\u8005\u7684\u5173\u952e\u3002\u5ba2\u6237\u65c5\u7a0b\u5730\u56fe\u4e0d\u4ec5\u4ec5\u662f\u4e00\u4e2a\u6d41\u884c\u672f\u8bed\uff1b\u5b83\u662f\u4e00\u79cd\u6218\u7565\u6846\u67b6\uff0c\u7528\u4e8e\u53ef\u89c6\u5316\u4e2a\u4eba\u4e0e\u60a8\u54c1\u724c\u4e92\u52a8\u7684\u6574\u4e2a\u4f53\u9a8c\u3002\u901a\u8fc7\u8bb0\u5f55\u4ece\u9996\u6b21\u70b9\u51fb\u5e7f\u544a\u5230\u8d2d\u4e70\u540e\u5f00\u7bb1\u7684\u6bcf\u4e00\u4e2a\u4e92\u52a8\uff0c\u60a8\u80fd\u591f\u6e05\u6670\u5730\u8bc6\u522b\u51fa\u5b58\u5728\u6469\u64e6\u7684\u73af\u8282\uff0c\u4ee5\u53ca\u53ef\u4ee5\u589e\u5f3a\u6109\u60a6\u611f\u7684\u8282\u70b9\u3002<\/p>\n<p>\u5bf9\u4e8e\u7535\u5546\u5e73\u53f0\u800c\u8a00\uff0c\u8fd9\u4e00\u8fc7\u7a0b\u81f3\u5173\u91cd\u8981\u3002\u4e0e\u5b9e\u4f53\u96f6\u552e\u4e0d\u540c\uff0c\u6570\u5b57\u4e92\u52a8\u4f1a\u7559\u4e0b\u6570\u636e\u75d5\u8ff9\uff0c\u4f46\u4e5f\u53ef\u80fd\u663e\u5f97\u7f3a\u4e4f\u4eba\u60c5\u5473\u3002\u4e00\u4efd\u6267\u884c\u5f97\u5f53\u7684\u5730\u56fe\u80fd\u591f\u63ed\u793a\u987e\u5ba2\u5728\u7ed3\u8d26\u524d\u6240\u8d70\u7684\u9690\u6027\u8def\u5f84\u3001\u63d0\u51fa\u7684\u95ee\u9898\u4ee5\u53ca\u5185\u5fc3\u7684\u7591\u8651\u3002\u672c\u6307\u5357\u6df1\u5165\u63a2\u8ba8\u4e86\u5982\u4f55\u521b\u5efa\u6709\u6548\u7684\u5730\u56fe\uff0c\u5305\u542b\u771f\u5b9e\u6848\u4f8b\u548c\u53ef\u64cd\u4f5c\u7684\u7b56\u7565\u3002<\/p>\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter\"><img alt=\"Charcoal contour sketch infographic illustrating e-commerce customer journey mapping for online stores: four lifecycle stages (awareness, consideration, decision, retention), three shopper scenarios (first-time visitor, returning customer, cart abandoner), multi-channel touchpoints (social media, search, email, support, unboxing), friction point roadblocks, five-step mapping process, and key performance metrics (bounce rate, cart abandonment, CLV, NPS) \u2013 hand-drawn artistic style with English labels\" decoding=\"async\" src=\"https:\/\/www.go-deck.com\/wp-content\/uploads\/2026\/03\/ecommerce-customer-journey-map-charcoal-sketch-infographic.jpg\"\/><\/figure>\n<\/div>\n<h2>\ud83e\udded 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\u5728\u7528\u6237\u653e\u5f03\u8d2d\u7269\u540e\u6570\u5c0f\u65f6\u53d1\u9001\u7684\u53ca\u65f6\u63d0\u9192\u3002<\/li>\n<li><strong> \u518d\u8425\u9500\u5e7f\u544a\uff1a<\/strong> \u5c55\u793a\u7528\u6237\u9057\u7559\u5546\u54c1\u7684\u5c55\u793a\u5e7f\u544a\u3002<\/li>\n<\/ul>\n<h3> \u5e38\u89c1\u6469\u64e6\u70b9<\/h3>\n<ul>\n<li><strong> \u8d26\u6237\u8981\u6c42\uff1a<\/strong> \u5728\u7ed3\u8d26\u8fc7\u7a0b\u4e2d\u8981\u6c42\u7528\u6237\u521b\u5efa\u5bc6\u7801\u3002<\/li>\n<li><strong> \u652f\u4ed8\u9009\u9879\uff1a<\/strong> \u7f3a\u5c11\u7528\u6237\u504f\u597d\u7684\u652f\u4ed8\u65b9\u5f0f\uff08\u4f8b\u5982\u6570\u5b57\u94b1\u5305\u3001\u5148\u4e70\u540e\u4ed8\uff09\u3002<\/li>\n<li><strong> \u5b89\u5168\u987e\u8651\uff1a<\/strong> \u7f3a\u5c11SSL\u6807\u8bc6\u6216\u9000\u6362\u653f\u7b56\u4e0d\u660e\u786e\u3002<\/li>\n<\/ul>\n<h3> \u8def\u5f84\u6620\u5c04\u7b56\u7565<\/h3>\n<p> 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\u5ba2\u6237\u5f88\u5c11\u505c\u7559\u5728\u5355\u4e00\u6e20\u9053\u3002\u4ed6\u4eec\u53ef\u80fd\u5728Instagram\u4e0a\u770b\u5230\u5e7f\u544a\uff0c\u5728Google\u4e0a\u641c\u7d22\uff0c\u5728\u7b2c\u4e09\u65b9\u7f51\u7ad9\u4e0a\u9605\u8bfb\u8bc4\u4ef7\uff0c\u6700\u540e\u5728\u60a8\u7684\u79fb\u52a8\u5e94\u7528\u4e0a\u8d2d\u4e70\u3002\u4e00\u5f20\u5168\u9762\u7684\u6620\u5c04\u56fe\u5c06\u8fd9\u4e9b\u73af\u8282\u8fde\u63a5\u8d77\u6765\u3002<\/p>\n<table>\n<thead>\n<tr>\n<th>\u6e20\u9053<\/th>\n<th>\u4e92\u52a8\u7c7b\u578b<\/th>\n<th>\u5ba2\u6237\u76ee\u6807<\/th>\n<th>\u4e1a\u52a1\u76ee\u6807<\/th>\n<\/tr>\n<\/thead>\n<tbody>\n<tr>\n<td>\u793e\u4ea4\u5a92\u4f53<\/td>\n<td>\u6eda\u52a8\u3001\u70b9\u51fb\u3001\u5206\u4eab<\/td>\n<td>\u5a31\u4e50\u3001\u7075\u611f<\/td>\n<td>\u8ba4\u77e5\u3001\u6d41\u91cf<\/td>\n<\/tr>\n<tr>\n<td>\u641c\u7d22\u5f15\u64ce<\/td>\n<td>\u67e5\u8be2\u3001\u70b9\u51fb\u641c\u7d22\u7ed3\u679c\u9875<\/td>\n<td>\u4fe1\u606f\u3001\u89e3\u51b3\u65b9\u6848<\/td>\n<td>\u610f\u56fe\u6355\u6349<\/td>\n<\/tr>\n<tr>\n<td>\u7535\u5b50\u90ae\u4ef6<\/td>\n<td>\u6253\u5f00\u3001\u70b9\u51fb\u3001\u8d2d\u4e70<\/td>\n<td>\u66f4\u65b0\uff0c\u4f18\u60e0<\/td>\n<td>\u7559\u5b58\uff0c\u8f6c\u5316<\/td>\n<\/tr>\n<tr>\n<td>\u5ba2\u6237\u652f\u6301<\/td>\n<td>\u804a\u5929\uff0c\u5de5\u5355\uff0c\u7535\u8bdd<\/td>\n<td>\u89e3\u51b3\uff0c\u6e05\u6670<\/td>\n<td>\u6ee1\u610f\uff0c\u4fe1\u4efb<\/td>\n<\/tr>\n<tr>\n<td>\u5b9e\u4f53\u90ae\u4ef6<\/td>\n<td>\u5f00\u7bb1\uff0c\u8bfb\u5361<\/td>\n<td>\u4f53\u9a8c\uff0c\u6109\u60a6<\/td>\n<td>\u54c1\u724c\u5fe0\u8bda<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<p>\u5728\u7ed8\u5236\u65f6\uff0c\u60a8\u5fc5\u987b\u786e\u4fdd\u8fd9\u4e9b\u5217\u4e4b\u95f4\u7684\u4e00\u81f4\u6027\u3002\u5982\u679c\u793e\u4ea4\u5a92\u4f53\u7684\u8bed\u6c14\u662f\u8f7b\u677e\u7684\uff0c\u90ae\u4ef6\u5185\u5bb9\u4e5f\u5e94\u4fdd\u6301\u4e00\u81f4\u3002\u5982\u679c\u5ba2\u670d\u56e2\u961f\u98ce\u683c\u6b63\u5f0f\uff0c\u804a\u5929\u63d2\u4ef6\u4e5f\u5e94\u4f53\u73b0\u8fd9\u4e00\u70b9\u3002\u4e0d\u4e00\u81f4\u4f1a\u4ee4\u7528\u6237\u56f0\u60d1\uff0c\u5e76\u524a\u5f31\u54c1\u724c\u5f62\u8c61\u3002<\/p>\n<h2>\u26a0\ufe0f \u8bc6\u522b\u6469\u64e6\u70b9<\/h2>\n<p>\u6469\u64e6\u662f\u6307\u5ba2\u6237\u5728\u5c1d\u8bd5\u8fbe\u6210\u76ee\u6807\u65f6\u6240\u611f\u53d7\u5230\u7684\u963b\u529b\u3002\u5728\u7535\u5b50\u5546\u52a1\u4e2d\uff0c\u6469\u64e6\u7b49\u4e8e\u6d41\u5931\u7684\u6536\u5165\u3002\u8bc6\u522b\u8fd9\u4e9b\u70b9\u9700\u8981\u5b9a\u91cf\u6570\u636e\u548c\u5b9a\u6027\u53cd\u9988\u76f8\u7ed3\u5408\u3002<\/p>\n<ul>\n<li><strong>\u6280\u672f\u6469\u64e6\uff1a<\/strong> \u9875\u9762\u52a0\u8f7d\u7f13\u6162\u3001\u56fe\u7247\u635f\u574f\u3001\u79fb\u52a8\u7aef\u54cd\u5e94\u95ee\u9898\u3002<\/li>\n<li><strong>\u5fc3\u7406\u6469\u64e6\uff1a<\/strong> \u62c5\u5fc3\u505a\u51fa\u9519\u8bef\u9009\u62e9\uff0c\u5bf9\u4ef7\u683c\u611f\u5230\u56f0\u60d1\uff0c\u5bf9\u5b89\u5168\u95ee\u9898\u611f\u5230\u7126\u8651\u3002<\/li>\n<li><strong>\u6d41\u7a0b\u6469\u64e6\uff1a<\/strong> \u70b9\u51fb\u6b21\u6570\u8fc7\u591a\u3001\u8868\u5355\u590d\u6742\u3001\u5bfc\u822a\u6df7\u4e71\u3002<\/li>\n<\/ul>\n<p>\u4e3a\u4e86\u53d1\u73b0\u8fd9\u4e9b\u70b9\uff0c\u5206\u6790\u70ed\u529b\u56fe\u4ee5\u67e5\u770b\u7528\u6237\u70b9\u51fb\u548c\u6eda\u52a8\u7684\u4f4d\u7f6e\u3002\u56de\u987e\u4f1a\u8bdd\u5f55\u50cf\uff0c\u89c2\u5bdf\u771f\u5b9e\u884c\u4e3a\u3002\u901a\u8fc7\u8c03\u67e5\u95ee\u5377\uff0c\u8ba9\u7528\u6237\u8bc4\u4f30\u4ed6\u4eec\u4e0a\u4e00\u6b21\u8d2d\u4e70\u7684\u96be\u6613\u7a0b\u5ea6\u3002<\/p>\n<h2>\ud83d\udee0\ufe0f \u5206\u6b65\u6784\u5efa\u5730\u56fe<\/h2>\n<p>\u521b\u5efa\u65c5\u7a0b\u5730\u56fe\u662f\u4e00\u9879\u534f\u4f5c\u5de5\u4f5c\u3002\u9700\u8981\u5e02\u573a\u3001\u9500\u552e\u3001\u5ba2\u6237\u652f\u6301\u548c\u4ea7\u54c1\u56e2\u961f\u7684\u5171\u540c\u53c2\u4e0e\u3002\u9075\u5faa\u8fd9\u4e00\u7ed3\u6784\u5316\u65b9\u6cd5\uff0c\u4ee5\u786e\u4fdd\u51c6\u786e\u6027\u3002<\/p>\n<h3>1. \u5b9a\u4e49\u7528\u6237\u753b\u50cf<\/h3>\n<p>\u521b\u5efa\u5178\u578b\u4e70\u5bb6\u7684\u8be6\u7ec6\u753b\u50cf\u3002\u8d4b\u4e88\u4ed6\u4eec\u59d3\u540d\u3001\u804c\u4e1a\u548c\u52a8\u673a\u3002\u4e00\u4e2a\u7528\u6237\u753b\u50cf\u53ef\u80fd\u662f\u5bfb\u627e\u4f18\u60e0\u7684\u7cbe\u660e\u4e70\u5bb6\uff0c\u53e6\u4e00\u4e2a\u5219\u662f\u6ce8\u91cd\u8010\u7528\u6027\u7684\u54c1\u8d28\u8ffd\u6c42\u8005\u3002\u4e3a\u4e0d\u540c\u7528\u6237\u753b\u50cf\u7ed8\u5236\u4e0d\u540c\u7684\u65c5\u7a0b\u3002<\/p>\n<h3>2. \u5217\u51fa\u6240\u6709\u63a5\u89e6\u70b9<\/h3>\n<p>\u5934\u8111\u98ce\u66b4\u5ba2\u6237\u4e0e\u60a8\u7684\u54c1\u724c\u4e92\u52a8\u7684\u6bcf\u4e00\u4e2a\u73af\u8282\u3002\u52a1\u5fc5\u5168\u9762\u3002\u5305\u62ec\u90ae\u4ef6\u6536\u636e\u3001\u5305\u88c5\uff0c\u751a\u81f3\u552e\u540e\u56de\u8bbf\u7535\u8bdd\u3002<\/p>\n<h3>3. \u6536\u96c6\u6570\u636e<\/h3>\n<p>\u6536\u96c6\u5173\u4e8e\u6d41\u91cf\u6765\u6e90\u3001\u8f6c\u5316\u7387\u548c\u6d41\u5931\u70b9\u7684\u5206\u6790\u6570\u636e\u3002\u540c\u65f6\u8865\u5145\u5ba2\u6237\u53cd\u9988\u548c\u652f\u6301\u65e5\u5fd7\u3002\u6570\u636e\u544a\u8bc9\u4f60\u53d1\u751f\u4e86\u4ec0\u4e48\uff0c\u53cd\u9988\u544a\u8bc9\u4f60\u539f\u56e0\u3002<\/p>\n<h3>4. \u53ef\u89c6\u5316\u6d41\u7a0b<\/h3>\n<p>\u7ed8\u5236\u8def\u5f84\u3002\u4f7f\u7528\u6cf3\u9053\u56fe\u5c55\u793a\u6bcf\u4e2a\u9636\u6bb5\u8d1f\u8d23\u7684\u4e0d\u540c\u90e8\u95e8\u3002\u6807\u8bb0\u60c5\u7eea\u7684\u9ad8\u5cf0\u548c\u4f4e\u8c37\u3002\u8fd9\u79cd\u53ef\u89c6\u5316\u5448\u73b0\u6709\u52a9\u4e8e\u5229\u76ca\u76f8\u5173\u8005\u76f4\u89c2\u7406\u89e3\u5ba2\u6237\u4f53\u9a8c\u3002<\/p>\n<h3>5. \u8bc6\u522b\u673a\u4f1a<\/h3>\n<p>\u5bfb\u627e\u60c5\u611f\u56fe\u4e0a\u7684\u4f4e\u70b9\u3002\u8fd9\u4e9b\u662f\u60a8\u9700\u8981\u4f18\u5148\u89e3\u51b3\u7684\u95ee\u9898\u3002\u5982\u679c\u5ba2\u6237\u5bf9\u8fd0\u8d39\u611f\u5230\u6124\u6012\uff0c\u5c31\u8bbe\u6cd5\u66f4\u65e9\u5730\u5c06\u5176\u7eb3\u5165\u6d41\u7a0b\uff0c\u6216\u63d0\u4f9b\u514d\u8fd0\u8d39\u7684\u95e8\u69db\u3002<\/p>\n<h2>\ud83d\udcca \u91cd\u8981\u7684\u6307\u6807<\/h2>\n<p>\u4f60\u65e0\u6cd5\u6539\u8fdb\u4f60\u65e0\u6cd5\u8861\u91cf\u7684\u4e1c\u897f\u3002\u8ddf\u8e2a\u6b63\u786e\u7684\u5173\u952e\u7ee9\u6548\u6307\u6807\uff0c\u80fd\u786e\u4fdd\u4f60\u7684\u5730\u56fe\u7ed8\u5236\u5de5\u4f5c\u8f6c\u5316\u4e3a\u4e1a\u52a1\u589e\u957f\u3002\u5173\u6ce8\u53cd\u6620\u5ba2\u6237\u65c5\u7a0b\u7684\u6307\u6807\uff0c\u800c\u4e0d\u4ec5\u4ec5\u662f\u6700\u7ec8\u7684\u9500\u552e\u3002<\/p>\n<table>\n<thead>\n<tr>\n<th>\u6307\u6807<\/th>\n<th>\u5b9a\u4e49<\/th>\n<th>\u76ee\u6807\u5173\u6ce8\u70b9<\/th>\n<\/tr>\n<\/thead>\n<tbody>\n<tr>\n<td>\u8df3\u51fa\u7387<\/td>\n<td>\u8bbf\u95ee\u540e\u4ec5\u67e5\u770b\u4e00\u9875\u5c31\u79bb\u5f00\u7684\u8bbf\u5ba2\u6bd4\u4f8b<\/td>\n<td>\u8ba4\u77e5\u9636\u6bb5<\/td>\n<\/tr>\n<tr>\n<td>\u8d2d\u7269\u8f66\u653e\u5f03\u7387<\/td>\n<td>\u6dfb\u52a0\u5546\u54c1\u4f46\u672a\u8d2d\u4e70\u7684\u8d2d\u7269\u8005\u6bd4\u4f8b<\/td>\n<td>\u51b3\u7b56\u9636\u6bb5<\/td>\n<\/tr>\n<tr>\n<td>\u5ba2\u6237\u7ec8\u8eab\u4ef7\u503c<\/td>\n<td>\u5355\u4e2a\u5ba2\u6237\u8d26\u6237\u9884\u671f\u5e26\u6765\u7684\u603b\u6536\u5165<\/td>\n<td>\u7559\u5b58\u9636\u6bb5<\/td>\n<\/tr>\n<tr>\n<td>\u51c0\u63a8\u8350\u503c<\/td>\n<td>\u8861\u91cf\u5ba2\u6237\u5fe0\u8bda\u5ea6\u53ca\u63a8\u8350\u53ef\u80fd\u6027\u7684\u6307\u6807<\/td>\n<td>\u8d2d\u4e70\u540e\u9636\u6bb5<\/td>\n<\/tr>\n<tr>\n<td>\u9875\u9762\u505c\u7559\u65f6\u95f4<\/td>\n<td>\u7528\u6237\u5728\u7279\u5b9a\u5185\u5bb9\u4e0a\u82b1\u8d39\u7684\u65f6\u957f<\/td>\n<td>\u8003\u8651\u9636\u6bb5<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<p>\u5b9a\u671f\u5ba1\u67e5\u8fd9\u4e9b\u6570\u636e\u3002\u4ea7\u54c1\u9875\u9762\u8df3\u51fa\u7387\u7684\u7a81\u7136\u4e0a\u5347\u8868\u660e\u53ef\u80fd\u5b58\u5728\u5185\u5bb9\u6216\u6280\u672f\u95ee\u9898\u3002NPS\u7684\u4e0b\u964d\u5219\u6697\u793a\u4ea7\u54c1\u54c1\u8d28\u6216\u4ea4\u4ed8\u5b58\u5728\u95ee\u9898\u3002<\/p>\n<h2>\ud83d\udd04 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